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nGenera CIM
3015 112th Avenue N.E., Suite 100
Bellevue, WA 98004
(425) 250-4900

Solutions:
nGen Knowledgebase
nGen Chat
nGen Email
nGen Answer
nGen Click to Call
nGen Phone


Revenue Generation
Offer Management
Optimization
Value - Added Service

Emerging Channels

TSIA Awards

5

Company 360
Revenues: Private
Installed Base: 828
Employees: 250
Deployment: Both

Customer References
Aetna
AOL
Aviva
Bank of America
Canon
ChevronTexaco
Citibank
Comcast
Daimler-Chrysler
Dell
DHL
Ford
Microsoft

John Ragsdale Commentary

nGenera’s nGen Customer Interaction Management (CIM) platform includes support for phone, email, chat and Web self-service, with a fully integrated knowledgebase, a customer discussion forum, and federated, analytic-based searching across all product modules. nGenera’s acquisition of Talisma in 2008 brought a healthy dose of innovative Web 2.0 capabilities, particularly in the area of collaboration, to the popular Talisma customer service suite. All modules continue to be available in both on-premise and SaaS deployment options.

Functional Coverage

  eService
> Web Collaboration
> Proactive Chat
> Email Response Management
> Agent Knowledgebase
Agent Diagnostic Tools
> Customer Knowledgebase
> Customer Self-Service Problem Diagnostic/Self-Healing
> Forums
Remote Control/Remote Diagnostic/
Self-Healing


  Field Service
Field Agent Scheduling/Dispatch
Parts Inventory/Logistics Tracking
Wireless Field Service
  CRM
Case Management
Entitlement
SLA Tracking
> Customer History
> Upsell/Cross-Sell


  Contact Center
> Skills Based Routing
Work Force Optimization
> Quality Monitoring
Learning Management System
Voice Self-Service
> Survey Management


  Business Consultants
 
 
 

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